Shrinking picture

We purchased a new samsung smart tv and hooked up our xfinity cable box. On occasion, when we turn on the tv, the picture only fills the top left corner of the screen. We need to refresh the connection to remedy the issue. What can be the issue? There is an old thread on the forum but there is no solution posted. Refreshing to fix is going to get annoying.

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XfinityJosephA

Official Employee

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1.6K Messages

4 months ago

Hello, how are you @user_c2ea4b? The first thing I would try is removing the HDMI cable from the back of the TV and your cable box and reconnect it. If the issue comes back try a different input on the TV. If the issue happens again test a different TV if possible. If this happens on a second TV we need to take a closer look at your service. I've seen this happen on a Samsung many times. I'm not blaming the TV or cord those are just factors to consider. It's also possible the box and cable signal need to be fixed.

Also, make sure when you investigate the coaxial cable it does not affect the picture when tightening it. A poor splitter or coaxial connection can cause this as well.

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user_c2ea4b

Visitor

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9 Messages

Hello JosephA. Thank you for your reply. I had replaced the coax cable before posting. I have now purchased and installed a new 4K HDMI cable. There have been no further issues. Hoping this will solve the problem.

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4 months ago

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XfinityLinda

Official Employee

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1.7K Messages

@user_c2ea4b That's awesome! Thank you for sharing your resolution! This is precisely what our forum community is for.

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4 months ago

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user_c2ea4b

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@XfinityJosephA Hello JosephA. I have replaced the HDMI cable, the coaxial cable and tried adjusting the television settings to no avail. This issue is ONLY occurring when we are watching XFINITY TV. On occasion, when I turn on the TV, SPECIFICALLY to the Xfinity/Comcast channel, the picture is scrunched on the upper left of the screen. This does NOT occur if we are using a streaming service or using our game console, ONLY when we are watching XFINITY. I have to reboot the box or refresh. Please respond. Thank you.

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4 months ago

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XfinityGabriel

Official Employee

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2.2K Messages

user_c2ea4b, Thank you so much for letting us know and for your patience with us. Let's get this fixed. When you say cable box, are you using an X1 set top box or a Flex/Xumo Xfinity streaming box. Thanks for doing those refreshes. Have you tried fixing the issue using the XFINITY app yet by chance? If you were to tap troubleshoot TV issues under the services tab in the XFINITY app like in this link here, what results did it pull for you?

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4 months ago

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user_c2ea4b

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we are using an X1 set top box. I have tried fixing the issue with the App as well as from the website. The troubleshooting from app does not fix this occasional problem

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4 months ago

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user_c2ea4b

Shrinking picture

XfinityJosephA

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XfinityLinda

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XfinityGabriel

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